We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 370149 results
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Decision Reference DRN-4819015
29 May 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4819015 The complaint Mr and Mrs W have complained about the way Admiral Insurance (Gibraltar) Limited has handled a claim under Mr W’s Car Insurance policy. Mr and Mrs W are represented by Mr K. What happened The background to this complaint is well known to the parties, so I will not... (4 pages)View decision -
Decision Reference DRN-4797704
29 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4797704 The complaint Mr H complains that Santander UK Plc (“Santander”) failed to refund transactions he didn’t recognise. What happened Mr H’s phone was stolen, and two bank transfers ( 2 x £2,000) were sent from his account to another of his own accounts held with a different bank. ... (3 pages)View decision -
Decision Reference DRN-4765684
29 May 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4765684 The complaint Mr N complains that Revolut Ltd (“Revolut”) have failed to refund the money he lost as part of a scam. Mr N has a representative, but for ease of reading I will mainly just refer to Mr N. What happened The details of this complaint are well known to both parties, ... (3 pages)View decision -
Decision Reference DRN-4771022
29 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4771022 The complaint T, a limited company, complains that HSBC UK Bank Plc (“HSBC”) have failed to refund the money it lost as part of a scam. T’s complaint is being brought by Mr N a director of T. T also has a representative, but for ease of reading, I will mainly just refer to T an... (3 pages)View decision -
Decision Reference DRN-4816528
29 May 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4816528 The complaint Mr R is unhappy that a car supplied to him under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance was of an unsatisfactory quality. Mr R has been represented during the claim and complaint process by Mrs R. For ease of reference... (5 pages)View decision -
Decision Reference DRN-4662728
29 May 2024 Equiniti Gateway Limited UpheldMortgagesDRN-4662728 The complaint Mr F and Mrs F complain that Equiniti Gateway Limited trading as Lenvi, gave them inaccurate information about the amount they would need to pay to redeem their Help to Buy: Equity Loan. To put matters right they would like Lenvi to honour the redemption quote it ... (3 pages)View decision -
Decision Reference DRN-4819993
29 May 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4819993 The complaint Mrs P complains Santander UK Plc (Santander) won’t refund the money she lost to a scam. What happened Mrs P says she received a message on social media instructing her to make a payment. It appears she either thought she needed to pay to release money due to her (... (5 pages)View decision -
Decision Reference DRN-4717970
29 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4717970 The complaint Mrs C complains that Lloyds Bank PLC (‘Lloyds’) blocked a transaction and about the service she was provided with. What happened In September 2023 Mrs C attempted to make a payment of £7,200 via internet banking to the account of an individual she hadn’t previousl... (4 pages)View decision -
Decision Reference DRN-4774228
29 May 2024 U K Insurance Limited Not upheldInsuranceDRN-4774228 The complaint Mr K complains about the price charged by U K Insurance Limited (“UKI”) for his motor insurance policy. What happened Mr K took out a policy online as a new business customer for a price of £1,589.35. He says the price was significantly more than what he’d paid th... (4 pages)View decision -
Decision Reference DRN-4821716
29 May 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4821716 The complaint Ms P complains that Revolut Ltd reviewed her account and allowed £1,469 to debit her account. Revolut also closed her account. Ms P would like her funds back. What happened The detailed background of this complaint is well known to both parties. So, I’ll only prov... (2 pages)View decision
